Experience Capability & Performance Manager

Role Overview

Experience Capability & Performance Manager at Kaizen Asset Management Services, based in Dubai. This role defines competency standards for Experience Managers, measures performance against them, and closes capability gaps to ensure consistent community and building performance across the portfolio.

Role Purpose

Own capability development, standards, assessment and KPI visibility for all Experience Managers across the portfolio. Establish what a competent Experience Manager looks like, measure every EM against that standard, and build the scalable infrastructure—training, mentoring, and SME networks—that enables consistent performance regardless of which manager is assigned. Work through influence and partnership with Portfolio Managers, who retain line authority and accountability.

Key Responsibilities

Standards & Assessment

• Own and maintain the Experience Manager Competency Standard.
• Assess all 27 Experience Managers against the standard; reassess every 6 months.
• Publish the live Capability Matrix and population-level gap analysis.

Development & Coaching

• Convert assessment results into signed, tracked development plans.
• Design and deliver the Experience Manager technical curriculum and certification.
• Provide field-based one-to-one coaching; build a network of subject matter experts, trainers, buddies and mentors.
• Verify application on-site—self-reported completion is not accepted.

Onboarding & Readiness

• Own the full orientation and technical onboarding journey for all new Experience Manager hires.
• Assess at Day 30 and Day 90; permit no unsupervised assignments until certified.
• Target median time to CORE certification of 60 days or less.

Performance & KPI Framework

• Own the Experience Manager KPI framework and monthly Performance Scorecard.
• Reconcile data across Masterplan, SnagReport, Finance and Mollak.
• Diagnose gaps—capability versus management versus process versus data—and present findings to Portfolio Managers for decision-making.

Standards Library & Continuous Improvement

• Build and maintain the Experience Manager Standards Library (standard operating procedures, playbooks, checklists).
• Update standards within 15 working days of any regulatory change.
• Fix the underlying process before training the person.

Qualifications & Experience

• Bachelor's degree in Engineering, Property/Facilities Management, Business Administration, or related field.
• Minimum 6 years in Dubai operations and community management.
• Minimum 3 years of personal portfolio management experience, including budgets, General Assemblies, Mollak cycles and service-provider performance management.
• Proven track record of raising others' performance to measurable standards, supported by documented before-and-after evidence.
• Deep knowledge of Dubai Law No. 6/2019, RERA, Mollak, escrow, service charges, DLP and facilities management contracting.
• Advanced proficiency in Excel.
• Hands-on experience with Masterplan, SnagReport and Mollak portal.
• Fluent written and spoken English; Arabic is advantageous.
• RERA/DREI or accredited operations and asset management qualification (preferred).
• Train-the-Trainer, ICF/EMCC coaching, or CIPD/A1 assessor qualification (preferred; can be funded post-hire).

Skills & Competencies

• Expert in operations and asset management governance and service charge management.
• Expert in community operations and service-provider management.
• Expert in technical training, coaching and facilitation.
• Expert in persuasion and influencing—success in this role depends entirely on this competency.
• Solid capability in assessment, data analysis and process improvement.